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When an online guidance session or consultation with GROW Children Hospital can be cancelled or rescheduled, and when a 100% refund applies.
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This policy applies to online (tele) consultations booked and paid for on this website. All consultation times are set in India Standard Time (IST); your booking page also shows them in your own time zone.
There are only two refund outcomes: a 100% refund or no refund. Partial refunds are not given in any situation.
| Situation | Result |
|---|---|
| You attend the consultation | No refund |
| You do not join at the scheduled time | No refund |
| You cancel 4 hours or more before the start | 100% refund |
| You cancel less than 4 hours before the start | No refund |
| You reschedule | Your payment moves to the new time |
| The doctor does not join | 100% refund or reschedule, your choice |
| The doctor cancels | 100% refund or reschedule, your choice |
| A technical problem on the doctor's or the website's side | 100% refund or reschedule, your choice |
If you do not join the consultation at the scheduled time and the doctor was available, the appointment is recorded as a patient no-show and the consultation fee is not refunded, in full or in part. Please join a few minutes early and check your device, camera and internet connection beforehand.
You can cancel from your booking page (Manage booking).
The time that counts is the time your cancellation is recorded on the website. Before you confirm, the booking page tells you which of the two applies.
You can move your consultation to another available time from your booking page, up to 4 hours before the start time, up to 2 times per booking. Your payment is transferred to the new appointment; no refund is made and no extra fee is charged. You receive an updated confirmation and the doctor is informed. After that time, or once the limit is used, please call the hospital.
If the doctor cancels your consultation, or you join at the scheduled time and the doctor does not, you choose one of two options on your booking page: a 100% refund, or a new time at no extra cost. You do not lose money because of a cancellation on our side.
If the consultation cannot take place because of a verified problem on the doctor's side or with this website or its booking and video systems, you can choose a 100% refund or a new time. Problems with your own device, connection or software are not covered; please test them before the consultation.
Some concerns cannot be assessed fully online. If the doctor recommends a medical consultation or an in-person examination, the online session has taken place and the fee is not refunded.
Refunds are decided from the appointment records: the time of cancellation, the rescheduling history, whether the patient and the doctor joined, the appointment status and any technical error logs. A refund is not issued only because a consultation is reported as not having happened. If you believe an outcome is wrong, use "Something went wrong?" on your booking page or contact us; our team reviews the records and approves or rejects the request. The hospital may also approve a refund in an exceptional case.
An approved refund is always the full amount paid and goes to the original payment method. Your booking page shows the stage: Refund Requested, Refund Approved, Refund Rejected or Refund Processed. Once processed, banks usually take 5 to 7 working days to show the amount. For international payments, your bank's exchange rate and charges may make the amount you receive differ slightly from the amount you paid.
For any payment or refund question, write to growchildrenhospital@gmail.com or call +91-9099965959 with your booking reference.